Question

A customer would like to reserve an ocean-view room with a balcony at a hotel, but the ocean-view rooms are all occupied. What is the BEST next step for the hotel desk associate?

A. Offer a discounted rate on an alternative room.
B. Suggest other available room options with attractive features.
C. Inform the customer that ocean-view rooms are not guaranteed.
D. Apologize and explain the hotel's room availability policy.

Answer 1

So, the correct answer is: B. Suggest other available room options with attractive features.

The BEST next step for the hotel desk associate would be to suggest other available room options with attractive features.

Step-by-step explanation:

The BEST next step for the hotel desk associate would be to B. Suggest other available room options with attractive features.

By offering alternative room options, the hotel desk associate can meet the customer's needs while also providing attractive features that may compensate for the unavailability of an ocean-view room with a balcony.

This approach demonstrates good customer service by addressing the customer's request and suggesting alternative options to enhance their stay.

For example, the hotel desk associate could suggest a room with a city view or a room on a higher floor, both of which can offer unique features and an enjoyable experience.

When a customer wants to reserve an ocean-view room with a balcony and all such rooms are occupied, the BEST next step for the hotel desk associate is to suggest other available room options with attractive features (option B).

This approach proactively offers alternatives, shows attentiveness to the customer's preferences, and maintains good customer service by helping them find a satiating solution.

If no other attractive options are available, the associate can then move to discuss the hotel's room availability policy or explore possibilities of discounts or upgrades (option A), which is often considered after presenting all available alternatives.